Diagnose your payment issue

What's happening

The most common failure is a photo of the passport that doesn't meet the app's requirements — glare, blurry text, cropped edges, or wrong page. Alipay and WeChat both use OCR that's strict about legibility.

Steps to fix it

1. 1Photograph the passport photo page (the one with your face and details), not a random page.
2. 2Lay the passport flat on a dark, non-reflective surface. Avoid holding it up — reflections on the laminate cause glare that fails OCR.
3. 3Take the photo in bright, even light — daylight or a well-lit room. No direct sunlight on the page.
4. 4Make sure all four corners of the page are visible in the frame and the text is sharp.
5. 5If it keeps failing, try a different light angle to eliminate glare, or have someone else take the photo.
6. 6Match the name exactly as written on the passport — middle names matter. Alipay compares this against the card you'll link.